Customer Experience Management Survey Reveals Massive Growth in Companies Using Artificial Intelligence to Help Provide Customer Service

COPC Inc. & Execs In The Know Publish 2018 Corporate Edition of the
CXMB Series

WINTER PARK, Fla.–(BUSINESS WIRE)–lt;a href=”” target=”_blank”gt;#artificialintelligencelt;/agt;–COPC
., a global consulting firm that helps companies improve
operations to transform the customer experience, and Execs
In The Know
, a global community of customer experience
professionals, have announced the release of the 2018 Corporate Edition
of the Customer Experience Management Benchmark (CXMB) Series. The
report, The CX Journey: Understanding Corporate Strategies and Best
provides customer experience management insights from the
corporate perspective. A key finding is that since 2017, companies have
dramatically increased their use of artificial intelligence (AI)-powered
solutions for customer service. The full
is now available for download at no cost.

“Our new corporate report shows that companies see tremendous potential
in AI-powered solutions for customer care, both in applications that are
customer-facing and in those that assist call center agents with their
work. However, we also know from previous research that customers want a
quick and easy way out of any AI-powered solution to reach a live
person. Our findings overwhelmingly show that companies are keenly aware
of this necessity in any customer-facing application. And while
customers still want that personal interaction, we think that AI-powered
solutions will find their appropriate place in the service journey,”
said Kyle Kennedy, president and chief operating officer, COPC Inc.

In addition to AI content, the report also includes survey results on
key topics such as aligning brand culture with a customer-first strategy
and whether brands are providing a consistent experience across customer
service channels. Specific findings include:

  • Interest in and budget for AI-powered solutions for customer care
    expanded at a rapid pace year-over-year. In 2017, only 17 percent of
    brands had incorporated AI into their customer care business. In 2018,
    this rate nearly doubled to 30 percent.
  • About half of all brands with AI-powered solutions are deploying both
    agent-assisting and customer-facing solutions.
  • Fewer than half of survey respondents claimed a cohesive alignment
    between their brand’s culture and their leadership’s customer-first
  • Only one in 10 brands think they are doing a good job of providing
    consistency across channels. Furthermore, nearly a quarter of all
    brands had no initiatives to improve their cross-channel consistency.
    Creating greater consistency across channels represents a huge
    opportunity for companies to improve the customer experience.

“Our community of senior leaders is on the cutting edge of CX,” said
Chad McDaniel, president and CEO, Execs In The Know. “With the 2018
Corporate Edition, our executives are empowered to benchmark their
initiatives against those of their peers. The CXMB Series is an
excellent tool for leaders to leverage as they strive to provide
extraordinary customer service in their organizations.”

The CXMB Series is a resource for customer care professionals looking to
enhance their customer care program, improve brand opinion, and drive
customer satisfaction. Since 2012, two reports have been published each
year. These include Consumer and Corporate Editions. Learn
more about the CXMB Series

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™
software solution for operations that support the customer experience
(CX). The company also offers the IndirectPro™ line of services for
sourcing professionals. Starting in 1996, COPC Inc. created the COPC
Standards, a collection of performance management systems for call
centers, CX operations, vendor management, and procurement. COPC Inc. is
privately held with headquarters in Winter Park, FL, U.S. and with
operations in Europe, Middle East, Africa, Asia Pacific, Latin America,
India and Japan.

About Execs In The Know

Execs In The Know is a global community of customer experience
professionals, from various industry verticals, all focused on the same
thing – excellence in customer service and experience. Execs In The Know
gives brands a platform to share and gain insights, benchmark their
brand, stay on top of the latest trends in CX, and create lasting
relationships with their peers – “Leaders Learning From Leaders.” To
learn more about Execs In The Know, visit


Jim Von Seggern
Director of Marketing

Susan McDaniel
Cofounder and Partner

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